Pinnacle Mobile generates real savings for Triton

The UK 's number one shower manufacturer providing the best quality, innovation, product styling and performance.

Triton Showers plc uses ServiceDirector and PinnacleMobile to manage their field service operations.

Organisational Profile

The company was formed in 1975 and quickly built up a reputation for excellent products, which satisfied the needs of a rapidly developing market for showers. By 1987, Triton had become the clear market leader. Building on its dominant market position during the 1990's, the company developed a host of exciting new products which means that today Triton offers the most comprehensive range of mixer, power and electric showers in the UK .

At the company's head office and purpose built factory in Nuneaton , Warwickshire, Triton employs 500 people, all dedicated to developing and manufacturing products of the highest quality and value. Triton’s service department supports tens of thousands of customer’s sites with the base of installed equipment in 6 figures.

Business Challenge

The Service Department operated on a customised diary management system prior to the implementation, which proved both inflexible and time consuming to complete a call. As the business required an overall upgrade, the cost implications for upgrading the customised service module gave the team the opportunity to specify their requirements and research best practices systems, resulting in the selection and purchase of CS Group’s Service Director. Additionally, Triton also required an ‘off the shelf’ offering requiring no customisation.

Solution Deployed

The project was broken into two main phases - call processing management and field mobile data. During this stage of the implementation, Triton worked with CS Group’s Field Service & Hire Division to develop a Sales Order Processing module to their specific requirements, which is now a standard offering within the system.

Each of the engineers is now equipped with a hand-held computer which receives jobs via GPRS. Once a job has been allocated the engineer maintains the job through the call cycle using the handheld, updating the central system at each stage of the call, until he has concluded the service visit.

Benefits Achieved

CS Group’s proven mobile solution provides a cost effective solution as well as peace of mind for both service managers and workers in the field and has been responsible for a significant change to field working practices at Triton.

Triton undertakes a post capital expenditure review on all projects to ensure the benefits are realised. The CSG - Pinnacle implementation was successful in improving the revenue stream for Spares by

• Significantly reducing call processing time and
• Increasing customer throughput.

Within the field, administration has been vastly reduced and productivity improved with real time job allocation. Because engineer replenishment orders are now instantaneous, stock levels for both the field and main service warehouses have decreased by 15%.